Presented by: Xiuqin Cai(sophie)

External customer:  Individual customer (shopper)  Organizations (supermarket) Internal customer:  Service partners  The employees  contractors

 Website  Advertisement  Internet  Yellow page  Telephone  Face to face

1. Before provide product and service 2. While providing product and service 3. After you have provided it

 Verbal: using written or spoken language  Non-verbal: facial expressions, eye contact, body posture and motions (e.g. arms crossed, standing, sitting, relaxed, tense), dressed.

 Use correct body language: nodding  Listening carefully when someone is talking  Eye contact  Dress properly  give specific and clear information

Customers will feel you are listen and respect to them, make them fell they are very important. They also know you understand what they are talking about and you can give them correct information easily.

 Be confidence  Be patient when explain to customer  Have enough knowledge about the product detail  Use correct body language  Speak clear and no to fast  Dress professional  Ask the customer feedback  Keep in touch with customer

 Don't use the tired phrases and wording that everyone else is using. They don't work anymore. (Words and phrases like; skyrocket, through the roof, amazing, fantastic, incredible, outrageous, ground-breaking, special, time limited, never again, powerful, reveal, exposed, moneymaking, fortune, profit.)

 Good selling involves asking questions to elicit the prospect's needs and desires and finding the appropriate product or service that meets those needs. A good salesperson is much more knowledgeable about their product or service than the prospect could ever likely be and can offer valuable information and insight to the decision making process

Customer will easy get information and needs. They will trust you if you dress professional and know the product detail. Keeping in touch with customer will help sales realize customer and have fixed customer.

 Negotiation is a problem-solving process in which two or more people voluntarily discuss their differences and attempt to reach a joint decision on their common concerns. Negotiation requires participants to identify issues about which they differ, educate each other about their needs and interests and so on to get win-win situation.

 Dress properly  Be confident  Understanding of people  Preparation before the negotiation  Strategy for success (you need to know what the other side wants from the negotiation)  Remember that negotiation requires that you give something of perceived value in order to receive something of value.

Negotiation, in a business context, can be used for selling, purchasing, staff (e.g. contracts), borrowing (e.g. loans) and transactions, along with anything else that you feel are applicable for your business

 Lecterns  Notice boards  Audio  Projector  Streaming video

 easy to show the product to customer  Customer can see it clearly, not confuse.  It is save time rather than written works  Easy to show groups of people.  Easy to get information about what they needs.

Sometimes, people will feel boring and inpatient if you use it to long time.

the person who want sell or negotiate with some one need to be:  Be confident  Dress properly  be prepared  Suitable body language

All of those can help the person to achieve the goals easily. It is good for two company to build good relationship.

After talking or presenting, the audience’s reaction is vey important. Different people will have different needs, the feeling also be different. people will feel happy, satisfied, bad or confuse.

It is important to know what the people’s reaction. It will decide how success the presentation you made. How many customer you will have.

After selling product, it is very important to get feedback from customer. Feedback will show the customer’s satisfaction and mistake about the products and service. You will easy to find problem at the feedback form.

Thank you for your listening!